Transcript
A Level 4 Evaluation of a Structured On-the-Job Training
Intervention at a North American Paper Mill
Pamela L. Robinson, Ph.D.
Background
• Quality Issues– Increase in customer returns/complaints
• Training Issues– No training center– No training coordinator– No up-to-date operator manuals
– No structured program
Needs Assessment
• Obtained support of senior management• Assessment developed
– Other training coordinators input– Management input
• Assessment completed– Production workers– Mill management
• Assessment Reviewed– Management meeting
Items Identified
• Quality concerns – Increased number of customer
returns/complaints
• Lack of effective operator training
• Lack of operator manuals
• Lack of training center and training materials
Program Developed
• Driven by identified objectives
• Developed by training team– Division training coordinator
– Mill training coordinators (SME’s)– Mill superintendents– Quality engineer
– Organizational Development
• Utilized input from operators
Evaluation Conducted
• Level 1– Survey of Participants
• Level 2– Course Tests Results– Checklist Completion
• Level 3– Observations and Sign-Offs by Supervisors
• Level 4– Analysis of Operator-Controllable Error Metrics– Survey of Training Team to Identify Success Factors
Questions
• Did training have desired effect on specified quality metrics?
• What factors contributed to success or failure of training?
Isolating the Effects of Training
• Metrics– Operator controllable errors
• Operator positions– Back or “dry” end
• Time periods – Assignment changes
• Data– Total– Machine– Team
The dry end operator-controllable defects
• Bad slit/not slit/poor slit quality• Improper/poor splicing• Incorrect quantity• Incorrect slit width• Incorrect stencil/label/packaging• Rolls not separated • Soft rolls/loose winds/telescoped• Wrong roll diameter
Excluded Factors
• Quality of raw materials
• Maintenance
• Front or “wet” end operator positions
Excluded Defects/Complaints
• Slime spots on paper
• Damage in warehouse
• Damage in shipment• Late shipment
The Results
What the Metrics Revealed
Training
0
10
20
30
40
50
60
70
80
90
Period 1
Period 6
Period 1 59.3 64.4
Period 6 76.7 85.5
% Certified % Certified/Some Training
OCE Metrics
0
20000
40000
60000
80000
100000
120000
Pre Training
Post Training
Pre Training 115390 25086.58
Post Training 63606 16633.24
OCE Lbs OCE $
The Rest of the Story
Looking Beyond the Obvious
Training
0
10
20
30
40
50
60
70
80
90
Period 1
Period 6
Period 1 59.3 64.4
Period 6 76.7 85.5
% Certified % Certified/Some Training
0
20
40
60
80
100
120
% Certified
% w/Training
% Certified 59.3 70.6 81.6 73.2 83.7 76.7
% w/Training 64.4 82.4 95.9 85.7 93.9 85.5
1 2 3 4 5 6
Quality Metrics
0
5000
10000
15000
20000
25000
30000
OCE Lbs
OCE $
OCE Lbs 16705 5846 27545 4176 7534 1800
OCE $ 6479.44 1219.21 5222.25 928.32 1722.05 1061.97
1 2 3 4 5 60
20000
40000
60000
80000
100000
120000
Pre Training
Post Training
Pre Training 115390 25086.58
Post Training 63606 16633.24
OCE Lbs OCE $
Machines
0
10000
20000
30000
40000
50000
60000
Pre Training
Post Training
Pre Training 53124 7990.54
Post Training 11684 2544.99
OCE Lbs OCE $0
2000
4000
6000
8000
10000
12000
14000
16000
Pre Training
Post Training
Pre Training 8505 2442.17
Post Training 14778 4192.15
OCE Lbs OCE $
Teams w/ Improved Metrics
• Machine 1 Team D
• Machine 2 Teams A, B, C
• Machine 3 Teams A, B, C, D
• Machine 4 Teams A, B, C, D
• Machine 5 Teams C, D
Survey
• Sent to members of the training team
• Questions– What factors contributed most to success of
training intervention?
– How would you rank them?
Survey Results
The respondents to the survey ranked these factors in the following order.
2. Support of upper management
3. Effectiveness of the Training Coordinators
4. Structured training and certification process
5. Quality of the training materials
Survey Results (Cont.)
5. (tie) Location of training center Diversity of training materials Focus on safety
6. Standardization of training and qualifications
7. Hourly Workforce Training Survey and Needs Assessment utilized to determine top training needs
8. Effect on employee morale
Summary
• Management support
• Needs analysis
• Specific business goals• Stakeholder involvement
• Isolate the effects of training
• Use appropriate metrics
• Measure appropriate units
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